Support
Answers to the questions we are asked most, what has changed recently, and a direct route to a person when none of it fits.
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Answers on working with us, how projects run, security and data, and support.
Every system we build ships with its own documentation, handed to your team at go-live. Ask us if you cannot find yours.
Service notices, changes to how we work, and anything that affects a running engagement.
A reply from an engineer within one working day. Weekend messages are answered on Monday.
Knowledge base
Write to us, or use the Let’s Talk form. We reply within one working day and suggest a thirty minute call — no slide deck, no obligation. We ask about your process before proposing anything.
No. A good number of these end with a recommendation to wait, to fix a process first, or to buy something off the shelf. Establishing that early is useful for both of us.
Fixed scope where the scope can honestly be fixed, and time-based where it cannot. Which one applies is said at the start rather than discovered in a change request.
Yes, and we often do. They keep day-to-day operations running while we take the project or specialist piece. Responsibilities are written down before work starts so nothing sits unowned.
It depends on scope, but we deliver in short cycles rather than one long build — you see working software regularly instead of a progress percentage. That also means direction can change early, while changing it is still cheap.
They usually do. Short cycles exist precisely so a change is a conversation rather than a renegotiation. We tell you the cost of a change when you ask, not afterwards.
You do. Documentation and handover are standard, not an extra, and your data is exportable in a format you can use. You should never be tied to us by not understanding your own system.
Monitoring, support and continued development. Launch is the middle of the work, not the end — see Support & Maintenance.
Wherever your obligations require, decided in the architecture and documented. For EU-regulated work that means region, backup location and sub-processors agreed before the build rather than established afterwards.
As design inputs rather than a review at the end. That means access control by role, encryption in transit and at rest, retained audit logs, and evidence produced as the work happens.
Yes, routinely, and we are comfortable working under your paper rather than ours.
We work to a plan agreed in advance: who is called, who can authorise taking a system offline, what is communicated and to whom, and which regulator must be notified and within what deadline. In the EU that window is short.
Within one working day for general enquiries. We work 08:00 to 17:00 CET, Monday to Friday, and messages sent over the weekend are answered on Monday morning. Engagements with agreed service levels have their own response times.
Often, yes. We take over other people’s code regularly — we start with a review of the codebase, its dependencies and its known weak points before committing to anything.
A named lead for the engagement and the engineers doing the work. We are deliberately small, so there is no account management layer to pass you between.
Documentation
With your system
Documentation is part of every engagement rather than an extra line on the invoice. Architecture, deployment, the decisions behind the design and how to run it — delivered to your team at go-live.
Public writing
Our articles cover the questions behind the work — where AI genuinely pays off, what a defensible security baseline looks like, what cloud actually changes. General guidance rather than documentation, but often the faster answer.
Announcements
Enquiries now go through Let’s Talk for projects and the short form on the contact page for quick questions. Both reach the same team and both get an automatic confirmation so you know it arrived.
The questions we answer most often are now written down here rather than repeated by email. Tell us what is missing and we will add it.
Both now describe exactly what this site collects, what is stored, and for how long — including the fact that no analytics service is currently configured.
Can’t find an answer?
We use what you send to reply to you, nothing else. No list, no sales sequence.
